Grant McKamie
North American Director of Programs, Client Support & Operations @Dun & Bradstreet
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WORK HISTORY
North American Director of Programs, Client Support & Operations @Dun & Bradstreet
Current Projects:o Business Segment & Process Consolidation to create a single point of contacto Real time call management enhancements o Design/implementing comprehensive self help website / web page o Reporting Standardization to provide service level metrics and agent performance statso Consolidating tickets with calls to provide complete view of call center performanceo Build reporting tool to encompass: executive, mid-management, agent and queue level reportingDirect operational responsibility for D&B customer service programs; including Service Level Agreement (SLAs) metrics, process improvement and customer satisfaction. Functions as the US Customer Service Operations escalation manager and global service contact; manages all issues and performs root cause analysis and problem resolution. Drive business by identifying service gaps and opportunities to improve the customer experience; work closely with cross-functional teams and executive management to implement process and policy improvements.
EDUCATION
Texas A&M University-Corpus Christi
BBA
SKILLS
ABOUT GRANT MCKAMIE
Over 17 years experience in operational, financial and personnel management with an eye…
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